Public Storage Self-Storage Units at 3533 Franklin Rd SW, Roanoke, VA

My experience did not start out good. I had an appointment at 5pm to tour a storage unit. When I went to the door it was locked and my husband and I waited outside for 10 minutes banging on the door. I knew that they weren’t closed because somebody had called to confirm my appointment and even told me they would be there until 6pm. Once the employee opened the door she did not apologize for the delay or anything. I give two stars because the tour was good and the units looked clean and well cared for. We will most likely still be renting a storage space here but please do better with your customer service.

Leaving the one star solely because the units are clean. Before renting a storage unit, ask yourself, do you value reasonable rates comparable with the area? If so, this business is not for you. I started at a sub $100 rate 2 years ago (great) and was told last week that my rate would be going to $180. Last year, I was hiked to $140. When I asked about the rates and if there was anything they could do, I was told “this business does not value long term tenants. The best I can do is reduce your rate back to your original rate for a month while you find something else”. Aside from the ludicrous pricing, it is near impossible to get anyone on the phone for customer service. To those looking for a storage unit, I implore you to do your research. There are several other places in Roanoke and the NRV that offer climate controlled storage units that do not price hike like this business. Happy to be taking my business elsewhere.

Cheyenne is an outstanding representative. She is both pleasant, knowledgeable, and convinced us that Public Storage will be the place to store our belongings once we sell our house in Florida.

Edit: I received a call from Trevor (district manager) and was refunded the amount of the rental minus admin fee. This is a completely acceptable resolution. This has completely changed my view of this company. Thanks Trevor. Original: Highway robbery. Paid to reserve a unit. Got delayed and was unable to make my move in date. Realized that the unit size I reserved was not big enough. Called next day to cancel and get a bigger unit. They charged me for the month and refused a refund. I never even stepped foot in the unit. I can understand a pro rated fee, but the entire month!!! Ridiculous. Do not recommend.

Another UPDATE: Can't leave Chris out because what he did is Awesome. Frequently, there is trash on the side of the building I go into to get to my storage unit. Lately, a lot of trash. It felt disheartening. I normally pick some of it up. This day, I saw Chris and asked him for a bag. He said no, you don't do this, I will do this. Next time I came to my storage unit a transformation had happened! No trash in sight. Chris did a great job. He's looking out for the professionalism of the building & business, and setting a tone. Thank you! I wish I could create separate reviews yet I don't see this option through Google on your site or it is my limited knowledge. I've looked everywhere. UPDATE: This review is for Heather. Today, 9-3-2024 I went to Public Storage on Franklin Rd. in Roanoke, VA where Heather was working the desk. I had a couple of questions on temp. control and pricing of the 10 x 10 I've been in for about 6 months. Heather greeted me in an upbeat manner & helped me with more than I came in for. I've seen Heather walking the halls of the storage unit on several occasions making sure everything was as it should be. Due to having things I care for in my storage unit, this type of customer service reassures me I'm in the right place. I trust her customer service and her personal touch left me feeling uplifted. Thank you! I went to secure storage space due to engaging the large process of moving from my home of 25 years. Needless to say, I've felt stressed & overwhelmed. When I arrived, there were 2 wonderful ladies working that day, Liz & Tonya. They helped me settle & orient and got me set up and covered. They both went beyond good customer service to great customer service with quite a bit of empathy. I appreciate them both. The storage center, itself, is clean & professionally run. I highly recommend. P.S. UPDATE: I want to give a big thanks and WhooHoo to Chey, an awesome lady who helped me figure out why my storage roll down door was not opening. Since she troubleshooted & shifted a lever or switch, I've been good to go. Often I see Chey walking the halls, checking on things. She is delightful. I would have left a separate review for her yet I can't figure out how.

I was at the Public Storage on Franklin Rd. today and Heather gave me great service. I highly recommended this place.

The building is climate controlled and immaculate. The onsite management is professional and friendly and the many online resources are extremely helpful. I rest easy knowing my belongings are safe there and that should there be a problem that the staff there will have my back.

Chris was very informative and helpful. Thanks!

Not bad until I go to return a lock and nobody was around and nobody told me I needed an appointment to see somebody.

I have been with this location for a few years and had some issues with price increases and called customer service and they got me in touch with one of the nicest DMs of any company I have ever dealt with.. outstanding service.. Thank you Trevor for fixing my concerns quickly!

Heather was the most professional and kind associate I have ever had the pleasure of doing business with. She not only assisted myself, but also my family members who decided to move their own storage needs to this brand and location. I just have to say a sincere thank you, not only to Heather for making something I thought would be time consuming and care-less attitude, but also to the management who decided to add her to your team!

Fantastic customer service with a very friendly smile!!

Great experience with Chey! Very knowledgeable about everything.

Chey at the Roanoke VA office was very helpful and clear in explaining the rental details. Was very pleased.

Just vacated unit after 3 years. Rate started at $127. Rate was raised every year until rate was raised from $254 -> $340 on 5/1/2024. I vacated unit and checked pricing on same unit as a new customer. $103! I would recommend only using Public Storage for short term rentals.

I had a terrible experience. I had set an appointment to visit and have a tour of units. I walked inside and was never greeted or acknowledged. Then, one lady who was working was speaking out loud. I assume to announce to be instead of simply speaking to me, loudly stated how she was leaving because she had to get to Doug and blah blah. This was 20 minutes after my appointment time, and then the other employee spoke, but I just stated I'll go ahead and go.

Had my stuff and when my hand broke the stuff was gone. Mad at the situation 😠😔

Just got notification they’re raising their rates by nearly 30% - at least it’s the motivation I needed to move everything out of storage and close the account.

Very friendly and helpful

Very clean and well maintained facility. I would be careful of thinking that this would be used for long term storage (over 6 months): 1. My rent increased 13% right before the slowest storage months (Nov). I guess they are expecting a great season the spring. 2. If you pay your rent a day late they will charge you a 20% late fee 3. This location has an issue with keeping regular hours staffed. Cannot use the bathrooms or carts as they are locked up when they are not there (not sure why the lock the bathrooms) Definitely will be moved out before the rent increases. Update: I don't believe the response from public storage shows they don't care too much about my business. Just found out they are renting today the same type of unit I have at the same price I am paying before the increase next month. This sounds like they are taking advantage of me as they believe that I will be less likely to move out due to my age.....

Very clean and excellent service. I accidentally secured a unit much smaller than I was expecting and Matthew helped me upgrade to a larger unit quickly and professionally. Amanda helped me navigate the maze of units to my new upgraded size and showed me the easiest door to unload from truck from. All around solid experience, definitely made the right choice with Public Storage.

I've been here about three years. In that time I haven't had 2 interact with the management. But about 2 weeks ago I had an issue. Called them up and the manager, a very pleasant lady named Liz got me straightened out really quickly. Happened to come.in about a week later. I needed some information and a nice woman named Amanda was at the counter. Liz came out when she heard her talking to me and the 2 of them.got me the information I needed really quickly. In a world of poor service Liz and Amada are super!

Misty, at the Franklin Rd facility is awesome. She helped me so much with a very difficult situation at another facility and now I’m happily at her well-run facility.

Well, this is the day that I am supposed to move into my storage unit and the facility has put a lock on the door. I showed up with a truck full of furniture and I cannot get access to the unit. I even tried to call them before their office closed today and no one responded and then I show up five minutes after they close and there’s a lock on the unit. If this is the way this company does business, I don’t want to do business with them and I don’t think anybody else should either. In fact I’m going to be telling everyone that I know not to use this company. Horrible customer service. You would think if they were going to take an action like that that they would at least call you first. My rental agreement with them states that I am moving in today and one of their new employees mistakenly told me that I did not have to do anything to the unit until I moved in. They called me the next day and told me that I was supposed to inspect the unit before I left and that I had to put a lock on it at that time. Facility manager stated that considering the new employee had told me that that it was OK for me too handle that on my move-in day which is today. So why is there a lock on the door now? I’ve pre-paid for the month of August and I cannot access my rental unit.

Liz is awesome! Great help when we needed to transfer.

Sht

Easy to access, excellent customer service.

Very clean and easy to use. The Lady at the front desk is very helpful she walks around the place so if you ever need help she’s around to help.

The facility is great - the technology - you'll see.

Liz at the front desk is absolutely amazing. The property is clean, and i felt safe putting my belongings in there. She made the process easy, quick, and fun! Thank you for all of your help! Your the best!

Climate-controlled units at a fair price, and the staff is very helpful during the hours they're around. If your unit is near the back entrances though, I would recommend keeping an eye on your vehicle while you load/unload, as some people have had items stolen while they were parked before.

Seamless rental with personal service!

Verzet was wonderful!! She was very helpful!

Location is nice and Clean

Verzet gave quality customer service. Wish there was an option for 6 stars

We’ve been looking for a unit because we’re new to the area and Nathan has been so helpful throughout the entire process. Thank you!

Great storage facility, but the price nearly doubled effective 9/1/22. Needless to say, we cleared our stuff out this week.

Excellent service, clean facilities, and easy access!

Margie was very kind, professional, and helpful during our move to Roanoke; we could not have asked for a more warm-hearted welcome to the area! The storage space is also extremely convenient, accessible, and clean. I will use this facility again in the future for my storage needs.

Margie is excellent at her job great service,friendly

Margie was super sweet and was beyond helpful. I would definitely recommend

Margie is absolutely the best! She helped us find the right space for us. Very kind and courteous and professional. The space itself everything is very clean and well-kept! I would highly recommend this location and facility. I have had a good experience with public storage in the past but Margie makes it even better and this location is awesome! Franklin Rd., Roanoke, VA

Margie was extremely helpful and courteous. Very clean and secure facility.

We are relocating to the Roanoke area and Margie is our first impression of the area. Absolutely phenomenal customer service and perfect example of Southern Hospitality. Made us feel welcome and at home! Thank you Margie!

Nice Facility...Caleb was Super Thorough, Polite to work with and informative. He was spot on with the size unit I needed. Would Definitely Recommend Public Storage Franklin Rd

This is an absolute wonderful place to use. The facilities are extremely clean and the staff was super helpful. Caleb helped me even after he was off the clock on his own time as he was walking out the door.

Margie (the frontwoman) was incredibly sweet and welcoming. Very hospitable and nicely kept, a great facility in all ways

Margie is a gem. She is attentive, helpful, and is just a really nice person. I was helping my customer get moved, and Margie helped secure the needed spaces quickly and easily.

Margie is always very helpful and friendly but Sarah was rude and nasty to me when I tried to make my payment

Nice clean Secure

Margie was a great blessing to an extraordinarily difficult situation. She was very professional and extremely easy to work with. Our storage issue was unique but was handled in the best way possible, thank you. Give her a call and let her help you.

I was in yesterday and Margie was very helpful and helped with all I inquired about. Thank you great customer service

Exceeded my expectations!!! Marge was very helpful and the customer service she provided was above & beyond.

Margie was a very polite and caring in all my needs.

Margie and her team were absolute pros and I highly recommend them to residents of the Roanoke Valley in need of short or long-term storage needs. We were suddenly in need of a unit on a Sunday. I drove around to several sites before pulling into Public Storage on Franklin Rd. Margie cheerfully answered all of my questions. I was quickly in and out with my new unit. Margie is a fixture and always visible at the store; quick to answer a question. Our need was short-term and she was just as polished on the exit of our unit. Thank you, Margie!

Margie was very helpful

Margie was very helpful and patience with us.